The Robertson House by Crest Collection

TL;DR: The hotel's amenities are far from 5-star, and as a young traveler, I found the staff consistently arrogant and cold. I never felt welcome during any interaction with them. We, a young couple (both 21), stayed at the Robertson House for two nights, hoping to take advantage of our Ascott Platinum status. A word of warning: Many of the benefits this status offers are not valid at the Robertson House, as it's part of the Crest Collection—a fact that only became apparent upon arrival. To be quite frank, I was particularly disappointed with the hotel staff and disagree with most of the reviews on this point. The receptionists spoke excellent English, but were cold towards us and seemed out of place at every turn. Perhaps this could be explained by the fact that we arrived with hiking backpacks after a long day and a flight. In that respect, the experience was unpleasant, but perhaps something to be expected at a good hotel. As guests of a Club Room, however, that's when things really started to get interesting. Located on a separate floor with its own lounge, these rooms are among the hotel's best. However, they are very small and rather disappointing compared to other rooms in Singapore. Unfortunately, there were no towels, the bed was dirty, and the toiletries in the bathroom were scattered about. We reported this to reception and, 30 minutes later, the same receptionist at least gave us the missing towel. He looked skeptical again and peered quite conspicuously past me into the room. The next day, we went to the Club Lounge—a very oppressive space that, despite the music, was so quiet that we constantly felt like an intrusion. A hotel employee was sitting there and eventually came over to check our authorization to be there (in a lounge accessible only with the room key of authorized rooms). He, too, stood extremely close and eyed us like aliens. He also wished me a happy birthday, which wasn't mine—which felt like another test. We noticed similar experiences and looks during almost every interaction with the staff over the two days – especially compared to the treatment of other, older guests. Therefore, I would generally (and this is a very subjective opinion) not recommend the Robertson House to younger travelers who value a more luxurious experience.

This was my repeat visit after my first stay in June last year. During my earlier stay, the staff were warm, friendly, and sincere, which made a very positive impression. On this recent visit, the service felt different. While the staff remained polite and friendly, interactions felt more mechanical and less personalised. There was limited effort to offer alternatives or solutions beyond standard apologies, which affected the overall experience. If the hotel was operating at peak capacity during this period, it would be helpful for management to ensure that service standards remain consistent despite the higher workload. In addition, the room assigned faced a construction site, and construction noise was audible in the morning. When I asked about a possible room change, I was informed that the hotel was fully booked. While this is understandable, it would be helpful to either clearly indicate such views in advance or offer a reduced rate for these rooms. Overall, this stay did not quite meet the expectations set by my previous visit, though I hope improvements can be made moving forward.

Ideally located near Clarke Quay, with the metro stop just steps away. Exceptional view. Best hotel of our stay in Singapore. Stroll along the river right at the hotel with plenty of restaurants. I will cherish wonderful memories.